Service Desk Team Leader

Recruiter
Sensical Services Ltd
Location
City Of London, London
Salary
35000.0000
Posted
08 Jul 2017
Closes
07 Aug 2017
Contract Type
Permanent
Hours
Full Time

IT Managed Services Provider urgently seeks experienced hands-on Service Desk Team Leader to manage small servicedesk (4 IT analysts) and ensure excellent service is received by our medium-sized customers, mainly in financial services, according to the SLAs. First rate communication skills, in person, email and phone are mandatory, as is a genuine customer-focused attitude. A rewarding and varied role in a friendly team is assured.

Who are we?

  • Sensical is a small and fast-growing IT consultancy and managed services provider based in the City of London.
  • Despite targeting doubling the size of the company every year we maintain our founding principles with a passion for doing things right and providing absolutely the best quality.
  • Our happy customers are small and medium sized organisations (SMEs) mainly in financial services and other sectors that appreciate a level of expert advice, reliability of systems and quality support that is a cut above the average.
  • We are a friendly close-knit and supportive team of experts.

Job Role

  • Daily management and monitoring of the servicedesk and monitoring system.
  • Ensuring all tickets are triaged, responded to and resolved within the SLAs.
  • Authorisation of escalations and incidents.
  • Management of the servicedesk and on-call rota.
  • Regular reporting to management on servicedesk performance.
  • Ensuring all serivcedesk processes are adequately communicated and understood by first line team.
  • Ongoing identification of knowledge gaps in first line team based on ticket data, customer and staff feedback.
  • Support and mentoring of first line team.
  • Drive continual improvement of servicedesk effectiveness and efficiency.

Servicedesk Model and Team

The servicedesk model:

  • Based on industry standards.
  • Cross-customer (manages service requests from all customers).
  • Tickets raised by end users by email and phone and electronically by monitoring system.
  • Remote and face-to-face support.
  • SLA based.
  • Web based management tool (Kayako).

The servicedesk team:

  • Team of first line IT analysts (currently 4).
  • Incident manager.
  • Teamleader (this role).
  • Servicedesk practice head.

Essential Personal Skills and Behaviours

  • Confident, clear and professional communication ability when face-to-face, on the phone or via email.
  • Service / customer management focused with excellent customer manner.
  • Proven people-management experience with a supportive and performance-oriented attitude.
  • Previous hands on experience as an IT analyst / servicedesk team member in a desktop support environment
  • SLA monitoring experience.
  • Problem solving ability.
  • Ability to accurately prioritise issues based on multiple factors.
  • Ability to identify major incidents.
  • Work in a high-pressure environment when required.

Essential Technical Experience

The candidate must have proven past experience of providing first and second line support for the following technologies:

  • Microsoft Desktop
  • AD (including OUs and Group Polocy)
  • Microsoft Exchange

The candidate must also be familiar with the following:

  • DHCP and IP addressing (including basic knowledge of subnets and VLANs)
  • Network Patching
  • Data centre / comms room environments
  • Helpdesk / servicedesk toolsets
  • Remote screen sharing technology
  • Using monitoring tools

Desirable Technical Experience

  • VMware
  • VoIP
  • PBXs

Compensation and benefits

  • Flexible working hours.
  • Pension scheme.
  • Training and relevant ongoing certification.

Qualifications

  • None.

English Language

  • Be able to communicate fluently.